voluntas housing improving customer service and satisfaction
DESCRIPTION
Improving Customer Service and Satisfaction using Real Time Independent FeedbackTRANSCRIPT
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Improving Customer Service and Satisfaction using Real Time Independent Feedback
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Background
“All truths are easy to understand once they are discovered; the point is to discover them”Galileo
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SpecificityGetting
actionable information
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© Voluntas MRS Ltd
Ask the right questions
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© Voluntas MRS Ltd
Message 1
Make sure you know how you will
use the answers before you ask the questions
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Message 2
Look for the ‘why’
as well as the ‘what’
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Moving from ‘what’ to ‘why’…
• What profile data do you hold about your tenants?
• Are you using it to get actionable feedback?
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© Voluntas MRS Ltd
Message 3
Use customer profiling data to highlight
pockets of dissatisfaction
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© Voluntas MRS Ltd
Message 4
Use your own data to add layers of intelligence…to
get actionable information
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© Voluntas MRS Ltd
Message 5
Make sure your customers
think the job
is finished
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© Voluntas MRS Ltd
Message 6
Measure satisfaction as close to the event as
possible
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Message 7
Use free text comments
Analyse them together to see trends and themes
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Thank you